A study of customer satisfaction towards provision of access and facilities for person with disabilities at Raja Tun Uda Library, Shah Alam / Nur Amiratul Nadia Mohd Zin and Zuraihana Ahmad Zawawi

Public buildings typically have the primary function of offering services to the general public. Within these buildings, provisions for the disabled are required to comply with the latest Malaysian Standards (MS 1184:2014) code of practice, which focuses on achieving a universally accessible environment for Persons with Disabilities (PWDs), ensuring they can navigate the space without encountering barriers. This paper is aimed to study the satisfaction of customers with disabilities regarding the facilities available for them at Library Raja Tun Uda, Shah Alam. A quantitative research approach was used, involving a structured questionnaire given to library visitors. The study focused on accessibility, usability, and comfort of the library's disabled facilities. The collected data was analyzed using descriptive statistics to present an overview of satisfaction levels. The findings indicated the overall satisfaction level of customers with disabilities at the library and highlighted areas requiring improvement. Results showed varying degrees of satisfaction across different aspects of the disabled facilities. Some areas received positive feedback, such as wheelchair accessibility and availability of assistive technologies, while others, like signage clarity, needed improvement. This research contributes to the literature on customer satisfaction in libraries and provides insights to optimize accessibility and create a more accommodating environment for all visitors, including those with disabilities.